Learn more about the general tasks related to this opportunity below, as well as required skills.
About us
At DFS Group, we're proud to help people create spaces they love to live in. We're home to DFS, Sofology, and The Sofa Delivery Company: three brands with their own personalities, brought together by a shared mission.
Behind our brands is a passionate Group team. From Finance and Technology to People, Marketing and Supply Chain, our Group functions power everything we do. They create the foundations that allow our brands to thrive, innovate and grow.
Whether you're supporting our brands or serving our customers, the mindset that connects us means we expect more of ourselves and each other. It means every customer is our favourite, every voice is valued, and every interaction is one we're proud of.
When you're part of a community that shares your way of thinking, the wins feel bigger. The effort feels worth it. It's a place where people stay because they feel valued, and find room to grow because they're challenged.
About the role
We are seeking a dedicated and empathetic Customer Support Adviser to join our fun and friendly team. As our new Customer Support Adviser, you will act as the front line of our company, providing assistance and guidance to our customers regarding products, services, inquiries, and issues they may encounter. Your primary objective will be to ensure customer satisfaction by delivering prompt, efficient, and personalised support.
£25438.00 per annum (with bonus up to £2,400 per year)
Fixed term contract for 12 months
Currently working 1 in 3 weekends
Hybrid after initial training period (3 office days, 2 WFH)
What you'll be responsible for
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Providing world-class, personalised customer support through multiple channels including inbound/outbound calls,emails, and live chat, ensuring polite, timely, and effective resolution of queries.
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Taking full ownership of customer cases, managing them from initial contact through to final resolution or appropriate handover, aiming for first-time resolution wherever possible.
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Demonstrating empathy and fairness in all customer interactions, building rapport, managing expectations, and taking accountability for resolving issues.
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Accurately assessing customer needs and determining the most appropriate course of action, liaising with internal departments and external partners (e.g. manufacturers, delivery teams) where required.
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Proactively managing delivery related queries, including arranging or rescheduling deliveries and communicating with customers regarding updates, delays, or outstanding balances. xsabvtc
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Ensuring all customer interactions are clearly and accurately recorded in the appropriate systems, following agreed procedures and data protection policies.
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Encouraging and promoting posit
Please click on the apply button to read the full job description
Customer Support Advisor employer: DFS Head Office
At DFS Group, we pride ourselves on fostering a vibrant and inclusive work culture where creativity thrives and every employee is valued. As a 3D Shader and Materials Artist, you'll have access to extensive professional development opportunities, including our Learning Hub and leadership workshops, all while enjoying a comprehensive benefits package that supports your well-being and work-life balance. Located in a dynamic environment, we encourage innovation and collaboration, making it an ideal place for passionate individuals to grow their careers and contribute to creating beautiful living spaces.
